Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint: 21626457
  
  I am rejecting this response because:

  I never got the option for a new Tiguan or I would have gone that route. If the business would like to exchange the 2019 for a brand new one I would be satisfied.

  
  
  
  
  Sincerely,
  
  ***************************

  ths.If I would have known this would have been the outcome I wouldnt not have bought a car from suntrup and would have stayed local to union, which is where I live.I had to contact the ** office because I wasn't getting a response from anyone besides ****. This deal is shady in every capacity, from the very beginning. I know my rights, reminder- I am a deputy daughter, for the last 35.5 years of my 36 year life. I know what is right and wrong. Paying $641 for a 5 year old car that has ****** more miles than the car I had is absolutely ridiculous. A $125 gift card is a slap in the face, due to the fact I was 2 months ahead on my 2022 and paid $2500 off on it in a matter of 2 months.

  

  Business Response

  Date: 04/26/2024

  We have already explained this to the Attorney General(her first Avenue of complaint)

  Since  that complaint ,we have had a ****** complaint and an email to the owner. We have offered some restitution for this customers inconvenience.

  Please reach out to **** and hopefully we can come up with some sort of reasonable compromise. Until then we feel we have fully cooperated in resolving this inconvenience.

  We experienced a delay in receiving documentation from VW Credit, which prompted us to reach out to ******** multiple times for an updated Identification of Ownership Document (IDOD). Unfortunately, despite our efforts, we did not receive a response from ********. Both the client advisor and myself made numerous calls and messages in an attempt to rectify the issue.
  A few weeks later, ******** contacted me expressing her interest in trading her car for one with more features and avoiding the wait for the title. I assured her that we could still finalize the paperwork for her current vehicle with a quick visit to our service department, even offering a complimentary rental. However, ******** indicated a preference for another vehicle.
  After exploring various options, we initially settled on a newer Tiguan, for which we obtained approval from VW Credit. However, ******** ultimately decided on a 2019 model with more features and higher mileage. Unfortunately, VW Credit denied financing for this vehicle due to its age. Subsequently, we arranged financing through Ally, albeit at a higher rate.
  Following the purchase, ******** had some queries regarding service work and compensation. To address her concerns, I invited her to bring the vehicle in for a thorough inspection and any necessary repairs, free of charge. Additionally, I offered to cover her taxes, provide a couple of complimentary oil changes, and supply a gas card to compensate for any inconvenience she experienced.
  We remain committed to providing exceptional service and ensuring ********'s satisfaction throughout this process.

  *******************

  *********************************

  ********************

  Suntrup Automotive Group

   

   

• Initial Complaint

  Date:04/18/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We still have not received any documents (title & registration paperwork). Documents were supposed to be overnighted, originally on 4/17 but then got pushed to 4/18.
  
  The documents were NOT sent on 4/18. We asked for a tracking number & received it on Friday, 4/19. As of today (4/22), *** says the shipping label has been created, but they have not received the package, and there is no estimated date of delivery. I have included a screenshot of the message from ***. Today makes it 80 days since we purchased the vehicle.
  
  We are considering looking at our legal rights in canceling the sale/having Suntrup purchase the vehicle back, as they have failed to deliver the title well beyond the Missouri & Illinois required deadlines meaning it's a breach of the sale contract.
  
  from Suntrup that our messages/concerns were received until Tuesday, 4/16 at 3:00pm.As of Tuesday (4/16) they said they were working on getting the title signed from the previous owner - this is 75 days after purchase. No apology for their oversight, only proposed solution was to directly send me the registration documents and the title so I could personally deal with the state and my lender. Their response was 'this was an unfortunate circumstance'.Documents were supposed to be overnighted/mailed on Wednesday, 4/17. Documents did not get mailed, and I have been told they are supposed to be sent today, 4/18. I have still not received a tracking number or confirmation that the documents have been sent.From my understanding, a Missouri dealership cannot sell a vehicle without a title (they claim they had a title, but it was not signed). I was also under the impression that a title had to be sent within 60 days of purchase (for **), and within 20 days in the state of **.

  Customer Answer

  Date: 05/10/2024

  After 84 days we did receive the paperwork but some of the work was not completed properly, I did receive a check from the company.  This issue has been resolved.

   

  

  Business Response

  Date: 05/10/2024

  Due to the customer not responding to the ******************** for clarification  this complaint was never sent to the Business . It was instead closed by the BBB. Then when customer complaint was resolved a resolution letter was sent . Confusing the business that never received the complaint.

  Spoke to **** 5/10 who confirmed this was the process that happened. Overall it was a good outcome, but the business had no opportunity to respond before the resolution FYI. 

   

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see attached screenshots regarding notification of AC issue with sales associate ********. nued to reach out to Nissan, leaving voicemails and texting ******** who was my sales advisor however, no one has been willing to even return contact with me. ******** told me that ***** was on vacation a week after I originally spoke with him and he has yet to call back. I am now having to pay out of pocket to repair the ** on a car that had 99 miles on it when it was purchased. In addition, the car is having additional issues such as seat belt sound not turning off, radio going in and out and the fuse panel box that is missing. The dealership has been advised of this, ordered the wrong one and has yet to provide me with a fuse panel cover for my car. I would like for them to atleast repair these issues that seem to have existed when the car was purchased.

  

  Business Response

  Date: 04/17/2024

  I am so sorry both about your condenser having a whole in it and the lack of communication with our sales department.

  I was told that both Sales *****) and Service (***)  have reached out to you and the items are being addressed.

  We value you as a customer . Thank you for giving us the opportunity to help make this right.

  Should you have any issues with getting a call back or a question about who can help you ,do not hesitate to call me.

  I have no authority to do anything,(lol) but I can help get you in touch with the right person.

  Sincerely,

  *********************************

  Executive Assistant

  Suntrup Automotive Group

  ********************

   

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint: 21363137
  
  I am rejecting this response because:

  The battery has nothing to do with weather stripping. How would me putting a new battery damage weather stripping. If me opening the trunk causes weather stripping to fail then its obviously faulty weather striping. 
  I have voicemails also from you all saying that it was due to a sound system.  I did mention taking my car to the car wash but me washing my car should not have ruined the car. Now your story has changed to me installing a battery damaged the weather stripping . They are just giving random explanations now. Is it the sound system or battery. I have all the voicemails and video of your diagnosis which mentions none of what you just stated. 

  
  
  
  
  Sincerely,
  
  *********************************

  installed a sound system months after they had looked at the car . somehow without seeing the car for 30 days they came up with a lie about the sound system, which went out on me after 3 weeks of having the car. If the problem was a sound system why wasnt I informed from the day they looked at the cars damages. I have videos they sent me with the damages and never mentioned a problem with a sound system. $7000 in damages to fix all because the car wasnt properly inspected. Faulty Weather stripping is what most likely caused the leak. I believe the car fax will soon prove my case. Showing that the sound system was not done by me. And that this was a bad inspection of the car.

  

  Business Response

  Date: 02/29/2024

  
  The vehicle was brought to Suntrup because the vehicle would not start.

  The customer installed his own battery located in the trunk of the vehicle. In doing so did not re-install the weather stripping properly.

  Shortly  after installing the battery he took his car to the car wash and that is when the problem occurred.

  The fuse block that was shorted is next to the battery. 

  I have all the proper documentation, video and have a recording of the phone call where the customer states he installed his own battery and how and when the problem occurred. 

  I did read the message from sales to you ,he misunderstood what was explained to him from service for that I apologize. 
  The whole issue was caused by  installing the battery improperly.

  Suntrup did not do that, Suntrup has no fault in this matter.

  
  I can supply the phone recording and video on request.

  **********************;

  Service director

  Suntrup Automotive Group

  

  Business Response

  Date: 03/04/2024

  The weather stripping around the trunk failed. The part that failed is located directly above the battery. The likelihood of the person installing the battery doing damage to the weather stripping is the probable cause. If the weather stripping would have been bad prior to the installation, it would have shown up weeks and or months before the exact time the battery was installed. Before we sell any vehicles they are detailed and washed and sit on our lot for many days. If the stripping would have been bad prior to this incident, it would have shown up either when we washed the vehicle or during the many rain storms we had prior to the customer purchasing the vehicle. It is not a coincidence that the fuse panel got wet right after the customer installed his own battery. ********************** is not at fault in this case. 

  ******* Silk 

  Service Director 

  Suntrup Automotive Group

• Initial Complaint

  Date:01/31/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/31/2024

  *************************,

  I am so sorry for the sticker shock.

  That line most of us do not pay attention to because it is the total amount of interest after the loan expired.

  Interest rates are not as good as they used to be for sure.

  I am sure Your finance manager or in your case your bank got you the best possible rate at this time.

  Rates do fluctuate . **** will be calling you to help discuss your option if and when rates go down. 

  I hope you enjoy the vehicle and keep your eye out for interest rate  drops.

  *********************************

  Executive Assistant

  Suntrup Automotive Group

  ************************************

   

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint: ********
  
  
  
  I am rejecting this response because: 
  

  Please review my statement that was sent on 1/16/24 in a separate correspondence. The dealership has not been cooperative and is not providing factual information. I am attaching the inspection that was done on my car on 11/21/23. Also, attaching my vehicle issues that began on 12/8/23 and reported to the dealership with no guidance or support. 
  
  I was told by ****** (Sales Manager) that if the car continued to have problems that he would personally ensure that I am placed into another vehicle, however, he has NOT kept his word. He provided me with his personal cell phone number and that was a failure because he has definitely not said anything close to what he said to me on 12/6/23 to back me into a corner to keep the car. Such a distasteful unethical low integrity behavior. 
  
  I will not let this go until I am in a different vehicle or out of this loan for this car. This car should not be sold to anyone it is not safe. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** ******

  asically force me into taking the car back because I would have lost thousands. Now the car I has the same issues. The inspection is also expired, emissions expired, taxes late, check engine light back on, oil light back on, car driving rough, two tires back on. Still getting the run around as usual. I can’t drive,missing work, same story with the dealership. I don’t want to lose any money, I’m the person experiencing the problem. I am speaking with attorneys now and filing a new complaint with my lender. This company is trying to sell a car in disrepair. This is a 2022 volzwagen tilguan. No way should a new car have these issues. I want out of the car and transferred into a new one or I plan to sue. The dealership needs to do the right thing and sell me a car with no mechanical issues. I will attach my video’s correspondence and photos at my attorney’s discretion.

  

  Business Response

  Date: 01/15/2024

  
  
  
  
  
  
  
  
  
   We are sorry that you are going through this with your vehicle.  By our records, we are showing that we had the vehicle in here once and attempted to repair it for you.  The paperwork to register your vehicle was delivered Oct 28th, so that should have given you time to get the vehicle registered.  The ****** is under factory warranty.  We have two options, you can bring the vehicle to any Vw dealer to have the repair completed or you can schedule an appointment here and we will try to get your vehicle fixed.  If you want to come here, we can provide you with a loaner vehicle while we repair your vehicle.  
  Let us know how you would like to proceed, if you would like to contact a lawyer, as you stated in your complaint, that is your option and we will wait for correspondence from them.  

  ***** ***** 

  Sales Director

  ******************

  

  Business Response

  Date: 01/23/2024

   We are sorry that you are not happy with your purchase. 

  We are not able to trade you into a different vehicle.    The ****** is under factory warranty.  We have two options, you can bring the vehicle to any Vw dealer to have the repair completed or you can schedule an appointment here and we will try to get your vehicle fixed.  If you want to come here, we can provide you with a loaner vehicle while we repair your vehicle.  Let us know how you would like to proceed, if you would like to contact a lawyer, that is your option and we will wait for correspondence from them. We have nothing else to add. Customer has states she is seeking legal assistance .

   

   

  Customer Answer

  Date: 02/16/2024

  This company knowingly sold a vehicle with mechanical issues. They failed to have the vehicle inspected within the proper time frame of selling the vehicle. The vehicle is still not fixed due to parts being on back order. I have taken the car to a VW dealership and it was determined that the motor as well as the ETC had issues. The oil is burning in the car because the valve seals were bad.

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle October 26th 2023 as of today December 26th I still don’t have a title. I cannot register my car because I don’t have a title to do so. My calls go unanswered and no one has reached back out to correct the issue. I’m incurring fees due to the late registration of the car. I’m paying a car note on a car and I don’t even know if I’m the rightful owner. I was also told that I would be getting a second key made but that has not been done either. Getting in contact with an actual person is very difficult to say the least.

  

  Business Response

  Date: 01/03/2024

  The title paperwork was sent via USPS certified mail on 11/06/2023 but was unclaimed and returned to us today (1/2/24).

  I have informed Mrs. ******* about this and assured her that we have the paperwork in our possession.

  I also assured her that we will cover any late fees she may have incurred.

  She plans to come in this week.

  Additionally, I clarified that not all used cars come with a second key but assured her that we will assist in facilitating the acquisition of a new one.

  **** *****

  ******************

   

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  If you want to see all the te t messages that have taken place you will see I did not get a detailed clean and have continued to ask for it along with all the promised tanks of fuel. They used a bait and switch technique to suck me in and then have done the bare minimum to try to shut me up.  If you read my info properly you would see I do have new plates and am still getting harassed at this point t over that trade in.  I can't even believe that this is your proposed response.   It's an insult after all I have had to endure to this point.   I am seeking legal advice if this is the best you can do.   
  
  
  
  Sincerely,
  
  
  
  ******* ********nditions and the stress of all of this monthly is becoming very taxing on me. I have a fully typed explanation of everything that has taken place as well as every text message that has been corresponded and all documentation to support all of the transactions and events to this point. I am attempting to settle this matter and get some assistance on this avenue. My next step will be to retain an attorney.

  

  Business Response

  Date: 12/15/2023

   We are sorry that you are going through this.  Suntrup has done everything in our power to make sure you are not inconvenienced.  At this point, the only person that is at fault is the criminal that stole the trade.  The fact that the plates were transferred is the confusing part for the police.  We reported the vehicle stolen and not the plates.  I spoke with the managers at the **** ********** ***** and they assured me that you have received tanks of gas and a detail for the inconvenience.  The only other thing I can do is offer to pay for a new set of plates.  If you would like to get new plates and scrap the old ones that have some association with the stolen car, then I would be willing to pay for a new set of plates so the police stop being confused.  Please let me know if you would like to accept that offer.  
  Thank you and I am sorry you are going through this. 
  
  
  
  --
  ***** *****
  ******* **********
  Sales Director
  ******************
  ************* *** ***

  Customer Answer

  Date: 12/18/2023

  I would also like to add what are you going to do about this trade in that I am now having to deal with and the police demand for towing and storage fees. Have you already claimed this loss to your insurance company because I am concerned that someone is committing insurance fraud.  The manager already told from his own mouth that employees have been stealing cars.  So how did the person take the car I traded off your lot without a key? And the first time I went there and said hey that car has been stolen off your lot they didn't even file a report. It took another week of me talking to the police and then calling ***** back before it was even reported as stolen.   I am not paying those fees for that car.  What exactly are your intentions for that bill?? 

  Customer Answer

  Date: 12/20/2023

  I have yet more problems to add to my complaint.  I attempted to go to ER today because I have a severe illness and need care. The car got a flat and when someone finally stopped to assist me I find the dealership sold me a car with no jack or spare tire.  So I had to leave the car sitting on highway and go find help. That should have been standard on a purchase of a car with only 5000 miles on it. 
  

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/21/2023

  After discussing with ***************, he did sign all the warranty paperwork.

  However he would like to cancel the extended warranty and just keep the certified coverage.

  He is happy with the results.
  
  
  Thanks

  *****************************

  Finance Manager

  Suntrup Nissan

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Suntrup Nissan Volkswagenis the correct location 

  

  Business Response

  Date: 11/16/2023

  This is the wrong store.  It should be Suntrup Nissan Volkswagen.

  Customer Answer

  Date: 11/16/2023

  Do I need to submit another complaint? 

  

  Business Response

  Date: 12/04/2023

  ******************* received the Traverse without any issues during the delivery. Approximately a week later, she reported that the navigation system had not been functioning since the time of purchase, and her cameras ceased working about a week after acquiring the vehicle. Additionally, she expressed concerns about faulty brakes, which she believed needed attention.
  Prioritizing safety, we addressed the brake issue first and asked ******************* to bring the vehicle in for inspection. After a thorough examination, ************** determined that the brakes were in good condition with ********** remaining. I instructed the client advisor to inform ******************* about the well-functioning brakes and assured her that we would focus on rectifying the navigation problems, given the safety implications.
  To address the navigation issue, we took the vehicle to the Chevrolet dealership. During the visit, the dealership updated the software to fix the camera issues and they additionally replaced the radio to ensure a comprehensive solution to the navigation concerns.
  In summary, we have successfully resolved both the navigation and camera problems, providing ******************* with a fully functioning vehicle.

  *******************;

  Sales Manager

  Customer Answer

  Date: 12/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************